Five employees later and terrible customer support later, still not able to upgrade parcel size

I tried to upgrade the size of two Pudo parcels but their system keeps saying I don't have enough credit in my wallet to do the transactions even though I have.

I've now spoken to FIVE different employees, none of which have been able to assist and most of them have been an absolutely nightmare to deal with. From having to repeat over and over what the issue is, to them saying they will do something and finding from the next person that they did in fact did nothing, to ending the support session abruptly, and refusing to refund me, these people are giving the Courier Guy and Pudo a terrible image.